Technical Support Representative

Are you passionate about solving technical challenges and helping customers succeed with software solutions?
Do you enjoy troubleshooting, learning new technologies, and delivering exceptional support experiences in a fast-paced environment?

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (http://www.relx.com), a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles (https://stories.relx.com/responsible-ai-principles/index.html).

About the Role

As a Technical Customer Support professional, you will provide post-sale technical support to customers, helping them successfully use and maintain our products and services. You will troubleshoot technical issues, resolve customer queries, and deliver support across multiple channels while building your expertise and contributing to a positive customer experience.

Responsibilities

- Provide post-sale technical support services to customers, including installation, troubleshooting, problem resolution, and maintenance of products and services.
- Support customers through multiple channels including phone, email, and chat.
- Troubleshoot software-related issues and provide usability support.
- Assist with internet troubleshooting and website support.
- Apply established procedures to resolve routine and standard technical problems.
- Analyze issues and make recommendations to support effective problem resolution.
- Build productive relationships with customers and key stakeholders.
- Work collaboratively with more senior team members and follow guidance on technical support activities.

Requirements

- Experience with software support (technical troubleshooting and usability support).
- Experience with internet troubleshooting and website support.
- Experience with supporting accounting applications a plus.
- Experience with enterprise technical support including software, hardware, and enterprise systems a plus.
- Experience with support account/billing related assistance a plus.
- Ability to adapt and multi-task to support incoming calls, email, chat, etc.
- Ability to quickly understand key terms and phrases to apply appropriate troubleshooting techniques.
- Ability to work with difficult customers and diffuse frustrating situations.

Work in a Way That Works for You

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working Pattern

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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